Wouter Peet, Store Manager, BCC (Darty), Amsterdam

“The attitude of the customers has radically changed, from depending on the sales person for product information they are now highly informed through internet on products, specifications, pricing, reviews and social media.

Therefore, the role of a sales person has changed: customers are now looking for confirmation that the choice they made on the Internet is the right one and that it will fulfill their needs.

The shopper wants to feel and try out the products, everything must be operational, ready to test.

It is a fact that customers are now 24/7 connected through their smartphone, price comparison and transparency is always present.

As a consequence, instead of selling, the sales person has to focus today much more on service and hospitality.”